osTicket - Knowledgebase - show items on client screen
Currently running ost v1.10.1 - no customisations.
I am having trouble understanding how the knowledgebase properties work together to make articles available on the public interface.
The attached image shows our screen with Knowledgebase items in two places (Featured Questions and Featured Knowledgebase items).
What I want to do is to have all FAQ's public and viewable by using the Knowledgbase button and just feature some of them on the front screen either in Featured Questions (at the side) or Featured Knowledgebase items (at the bottom). I don't mind which one.
There are two options (on the Agent panel) that I can see for defining what happens to the FAQ's....
Knowledgebase>Categories - Featured/Public/Private
Knowledgebase>FAQs>Listing
I have spent lots of time looking at the various options but it seems that any combination of these settings (other than marking Private) will result in the FAQs appearing as Featured in one of those positions.
Is there any way that I can have (say) the Category/FAQs displayed in the sidebar on my example - available to the public in the knowledgebase but not appearing on the client screen.
I hope this is clear.
I am having trouble understanding how the knowledgebase properties work together to make articles available on the public interface.
The attached image shows our screen with Knowledgebase items in two places (Featured Questions and Featured Knowledgebase items).
What I want to do is to have all FAQ's public and viewable by using the Knowledgbase button and just feature some of them on the front screen either in Featured Questions (at the side) or Featured Knowledgebase items (at the bottom). I don't mind which one.
There are two options (on the Agent panel) that I can see for defining what happens to the FAQ's....
Knowledgebase>Categories - Featured/Public/Private
Knowledgebase>FAQs>Listing
I have spent lots of time looking at the various options but it seems that any combination of these settings (other than marking Private) will result in the FAQs appearing as Featured in one of those positions.
Is there any way that I can have (say) the Category/FAQs displayed in the sidebar on my example - available to the public in the knowledgebase but not appearing on the client screen.
I hope this is clear.
ASKER
Thank you for getting back to me - I was not sure that there would be osTicket experts on here.
I am rather puzzled by this answer though, because it means that (using standard code - we really don't want to customise) it is not possible to have a Knowledge base open to the public.
I say this because if you had (say) 100 Knowledgebase items they would just completely overpower the client page - it would be massively long.
I think we would rather have no items featured but have them in the searchable knowledgebase than having them all on the front page. But it seems that is not possible. It seems unbelievable really.
Regards
Richard
I am rather puzzled by this answer though, because it means that (using standard code - we really don't want to customise) it is not possible to have a Knowledge base open to the public.
I say this because if you had (say) 100 Knowledgebase items they would just completely overpower the client page - it would be massively long.
I think we would rather have no items featured but have them in the searchable knowledgebase than having them all on the front page. But it seems that is not possible. It seems unbelievable really.
Regards
Richard
Hi,
there are 2 possibles solutions
(change the role permission code for the knowledgebase which you will need to edit the code of OSTicket
or
As you have the data information in database.
What I would do I create a new page for public (so no role verification here) and query the knowledgebase (Mysql) data to display the information to public
This page will be outside the OSTicket application so you won't touch to OSTicket core code.
there are 2 possibles solutions
(change the role permission code for the knowledgebase which you will need to edit the code of OSTicket
or
As you have the data information in database.
What I would do I create a new page for public (so no role verification here) and query the knowledgebase (Mysql) data to display the information to public
This page will be outside the OSTicket application so you won't touch to OSTicket core code.
ASKER
Thank you very much. I am still wondering what the options in osTicket for "Featuring" Categories and FAQs are for. Because they don't have any real effect other than moving the links from bottom to side of the client window.
It's logical to me that setting...
Private = not available to the public
Public = available via the Knowledgebase button
Featured = featured on the front screen
But appears not.
Regards
Richard
It's logical to me that setting...
Private = not available to the public
Public = available via the Knowledgebase button
Featured = featured on the front screen
But appears not.
Regards
Richard
The script have some logical issue about the restrictions
See this
https://github.com/osTicket/osTicket/pull/3526
http://osticket.com/forum/discussion/90599/bugfix-class-faq-php-public-faqs-are-displayed-in-featured-section-in-sidebar
Which version are you using? Have you try the latest version?
What you can do is to post your question directly on their forum or github
http://osticket.com/forum
https://github.com/osTicket/osTicket
See this
https://github.com/osTicket/osTicket/pull/3526
http://osticket.com/forum/discussion/90599/bugfix-class-faq-php-public-faqs-are-displayed-in-featured-section-in-sidebar
Which version are you using? Have you try the latest version?
What you can do is to post your question directly on their forum or github
http://osticket.com/forum
https://github.com/osTicket/osTicket
ASKER
Thank you again - this is useful.
I did post on the osTicket forum as well, but didn't get any comments.
I did quote the version number in the original question - it's v1.10.1, which is the latest version I believe.
So it looks like there is a bug which causes this. I will look into patching the code as described in the link you gave.
I assume that there are no patches released for osTicket, with it being Open Source?
Best regards
Richard
I did post on the osTicket forum as well, but didn't get any comments.
I did quote the version number in the original question - it's v1.10.1, which is the latest version I believe.
So it looks like there is a bug which causes this. I will look into patching the code as described in the link you gave.
I assume that there are no patches released for osTicket, with it being Open Source?
Best regards
Richard
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ASKER
We did install the patch suggested here and it now works fine. Thank you very much for the help.
This will required custom code, by editing the template and code logical.
If you don't have PHP knowledge you can contact their commercial support to get the custom modification or hire a dev.
http://osticket.com/commercial-support